Warranty

1. About This Warranty Policy

TillSense provides reliable hardware and POS solutions to startups, small businesses, and growing SMEs across South Africa.

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This Warranty Policy explains how TillSense handles warranty claims for products supplied by TillSense, including POS systems, cash registers, computers, printers, and POS hardware accessories.

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This policy should be read together with the applicable TillSense Terms & Conditions.

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2. Products Covered

TillSense may supply a range of POS and business hardware, including:​

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Touchscreen POS Systems

Complete TillSense touchscreen POS systems may include a touchscreen computer, POS software, receipt printer, cash drawer, barcode scanner, and other components.

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Warranty coverage applies to the individual hardware components according to their applicable warranty terms.

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Refurbished Computer POS Systems

Refurbished computers and desktop POS systems are supplied as tested and prepared equipment.

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Because refurbished equipment has a previous service life, its warranty period and coverage may differ from new equipment. The applicable warranty period will be stated on the quotation, invoice, or product listing.

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Unless specifically stated otherwise, the warranty covers hardware defects and does not guarantee that refurbished equipment will remain suitable for future software requirements or upgrades.

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SAM4S Cash Registers

Sam4s cash registers supplied by TillSense are covered according to the applicable TillSense and/or manufacturer warranty terms.

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Warranty coverage generally applies to manufacturing defects and hardware faults occurring during normal intended use.

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POS Hardware & Accessories​

This may include:

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• Receipt printers

• Barcode scanners

• Cash drawers

• Label printers

• Customer displays

• POS keyboards

• Power supplies

• Cables and related accessories

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Warranty periods may differ between products. The applicable warranty period will be communicated with the product or sales documentation.

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Future Product Categories​

As TillSense expands, additional products may be added to this policy, including printers, networking equipment, payment-related hardware, tablets, POS peripherals, and other business technology.

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Each product may have its own warranty period and manufacturer warranty conditions.

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3. Warranty Period

The warranty period begins from the date the product is supplied to the customer unless otherwise stated in writing.

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The applicable warranty period will be stated on the customer's quotation, invoice, product documentation, or applicable product page.

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Where a manufacturer provides a separate warranty, the manufacturer's warranty terms may apply.

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Customers should retain their TillSense invoice or other proof of purchase as it may be required when submitting a warranty claim.

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4. What the Warranty Covers

Subject to the applicable warranty terms, warranty coverage may include hardware defects resulting from:

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• Manufacturing defects

• Component failure under normal use

• Hardware malfunction not caused by customer misuse

• Other faults covered by the applicable manufacturer warranty

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TillSense will assess the reported fault before determining the appropriate warranty remedy.

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Depending on the circumstances, the remedy may include:

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• Technical troubleshooting

• Repair

• Replacement of a faulty component

• Replacement of the product

• Manufacturer warranty processing

• Another appropriate remedy permitted under applicable law

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5. What the Warranty Does Not Cover

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Warranty coverage does not normally include faults or damage caused by:

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• Accidental damage

• Physical impact

• Liquid or moisture damage

• Electrical surges or unstable power

• Lightning or environmental events

• Incorrect installation or use

• Negligence or misuse

• Unauthorised repairs or modifications

• Tampering with internal components

• Damage caused by unsuitable accessories

• Damage caused by malware, viruses, or unauthorised software

• Normal wear and tear

• Consumable items

• Cosmetic damage that does not affect functionality

• Damage caused during customer-arranged transportation

• Failure to follow operating or maintenance instructions

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For cash registers and POS systems, damage to keys, screens, printers, cables, ports, power supplies, or other components caused by misuse may not be covered.

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6. Software & POS Licence

A hardware warranty does not automatically provide a permanent software licence.

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POS software such as Robotill may have its own licence, subscription, renewal, update, and support terms.

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Software-related problems may therefore be handled separately from hardware warranty claims.

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A hardware fault does not automatically entitle the customer to a refund of a software licence or subscription.

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7. Data & Backups

Customers are responsible for maintaining regular backups of their business data.

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Before sending equipment to TillSense or an authorised service provider for repair, customers should back up important information where reasonably possible.

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TillSense is not responsible for loss of business data resulting from hardware failure, repair, replacement, software problems, or customer failure to maintain appropriate backups, subject to applicable law.

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8. Warranty Claim Process

Customers should contact TillSense as soon as a suspected warranty fault occurs.

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A warranty claim may require:

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1. Customer and product details

2. Proof of purchase

3. Description of the fault

4. Photos or videos where relevant

5. Troubleshooting information

6. Remote diagnostic assistance where appropriate

7. Inspection or testing of the equipment

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TillSense may first attempt to diagnose the issue remotely.

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If the equipment needs to be inspected, the customer may be required to deliver or arrange transportation of the equipment to the designated service location.

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9. Inspection & Warranty Assessment

A product must be inspected before a final warranty decision is made.

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If testing determines that the fault is covered by the applicable warranty, TillSense will proceed with the appropriate warranty remedy.

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If the fault is determined to be outside warranty coverage, the customer may be responsible for inspection, labour, repair, replacement parts, transportation, or other applicable charges.

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TillSense will communicate applicable charges before proceeding with non-warranty repair work where reasonably possible.

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10. Installation & Configuration

Where TillSense supplied and installed the system, installation or configuration assistance may be provided according to the customer's quotation or service agreement.

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Warranty coverage for the hardware does not necessarily include free onsite technical support for issues unrelated to a hardware defect.

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For example, additional training, programming changes, network configuration, software assistance, data migration, or business process changes may be treated as separate services.

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11. Manufacturer Warranties

Some TillSense products are supplied from third-party manufacturers or distributors.

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Where a manufacturer or authorised distributor provides warranty support, TillSense may facilitate the warranty process or direct the customer to the appropriate warranty channel.

Manufacturer warranty conditions may apply in addition to this policy.

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TillSense does not extend, alter, or guarantee a manufacturer's warranty beyond the terms provided by the manufacturer or authorised distributor.

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12. Refurbished Products

Refurbished products are inspected and tested before being supplied by TillSense.

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Because refurbished equipment may have been previously used, it may show reasonable signs of prior use.

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The warranty covers applicable hardware faults during the stated warranty period but does not guarantee that refurbished equipment will perform identically to new equipment in every respect.

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The specific warranty period for each refurbished product will be communicated before or at the time of sale.

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13. Replacement Parts

Where repair is appropriate, TillSense may use new, refurbished, equivalent, or manufacturer-approved replacement components depending on availability and the applicable warranty arrangement.

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Replacement components will be selected to restore the equipment to an appropriate working condition.

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14. Warranty Turnaround Times

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Warranty processing times can vary depending on:

• Fault type

• Availability of replacement parts

• Manufacturer or distributor response

• Product availability

• Repair requirements

• Transportation requirements

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TillSense will provide reasonable updates where a warranty repair requires additional time.

A specific turnaround time should not be assumed unless it has been confirmed in writing.

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15. Customer Responsibilities

Customers are expected to:

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• Use equipment for its intended purpose

• Follow operating instructions

• Use appropriate power and electrical protection

• Keep equipment reasonably clean and maintained

• Protect equipment from liquid and physical damage

• Maintain appropriate data backups

• Report suspected faults promptly

• Provide reasonable access to equipment for diagnosis

• Failure to follow these responsibilities may affect warranty coverage.

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16. Warranty Does Not Mean Unlimited Free Support

A product being under warranty does not mean that every technical request is free.

Warranty covers eligible product faults.

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Separate services such as additional training, programming, software configuration, networking, data recovery, business process changes, onsite troubleshooting unrelated to a covered defect, or general technical assistance may be chargeable.

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Where a customer has a paid TillSense Support Plan, support services are governed by the applicable Support Terms & Conditions.

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17. Transfer of Warranty

Unless otherwise stated, warranty coverage applies to the original customer and product supplied by TillSense.

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Warranty transfer to another owner is subject to TillSense's approval and any applicable manufacturer conditions.

This is particularly important for refurbished and pre-owned equipment.

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18. Statutory Rights

Nothing in this Warranty Policy is intended to remove, restrict, or unlawfully limit any rights or remedies that a customer may have under applicable South African law.

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Where applicable, statutory consumer rights will operate alongside the terms of this policy.

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19. Changes to This Policy

TillSense may update this Warranty Policy from time to time as its product range, suppliers, manufacturers, and service offering develop.

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The latest version published on the TillSense website will apply to future transactions, subject to applicable law and any specific contractual terms agreed with the customer.

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20. Contact TillSense

For warranty assistance, customers can contact TillSense through the available support channels.

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TillSense
Systems. Hardware. Support.

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Website: tillsense.co.za
WhatsApp: Available through the TillSense website
Support: Through the applicable TillSense support channel

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When contacting TillSense about a warranty claim, please have your invoice, product details, and description of the problem available.